[CFrance]

I agree with Rubicon, but sometimes one just can't help but speak out. If I had been there, I'd be too chicken to do that. However, I would be silently applauding the receptionist while it was going on and would have commended her after the rude customer left the building. Where I might have spoken out would have been if the receptionist did not make the woman reschedule, thereby pushing the others back.

[Wiotte]

I was taught to hold my tongue if I don't know all the circumstances. No one knows what the late lady might have been going through in her life.

[Taltarzac725]

Originally Posted by dillywho

Yesterday, we had an appointment in Leesburg with our primary doctor for my husband's follow up after hospitalization. Our appointment was for 3:00 and we got there around 2:15. We were early by a long shot, so no problem.

At 2:30, this lady comes walking in, gives them her name, and announces, "I'm late." No reason given for being late, just "I'm late". The lady behind the window tells her, "Yes, mam. Your appointment was for 1:45, so we will have to reschedule you."

"Why?"

"Because we have 4 other patients that are here on time for their appointments. Taking you next would not be fair to to them or to the doctor for backing up the entire remainder of his schedule."

"Well, I ALWAYS have to wait an hour in here, then another hour when I go back to see him, so what's the big deal? I suppose that doesn't work both ways, huh?" (We have NEVER waited that long to see him, and he has been our doctor for about 10 years. Close, but never. They always apologized and explained the reason; emergency, longer than anticipated hospital rounds, etc. He would always apologize as well.)

"I'm sorry, mam, but you will still have to reschedule."

By then, I had just about had it with her! I told her, "Look, this is a doctor's office. Some appointments take an hour, some take an hour and a half, some take 15 minutes. He gives each of his patients whatever time they need. This is in-between fielding hospital calls from nurses concerning his patients there, sometimes."

That lady just gave me a dirty look. Then with a big sigh, got rescheduled and left. Totally beyond rude; not only to the receptionist, but to the other patients ON TIME, and the practice.

This is exactly why I will never have another HMO because they are only allotted so much time per patient. This is not the case with PPO's, which is what we have. We don't have to say "mother may I" to choose our doctors, either. Our doctor recommends, but we do not have to take his recommendation. If the specialist's office we choose requires a referral, he submits it. We try to use doctors within our network because of lower co-pays or already having a history with them.

Yes, we did have a longer than usual wait because we were 45 minutes EARLY. Absolutely no problem. We did not expect to "jump the line". We were early by choice, so that barring anything unforeseen, we would not be late. Some who came in after us were seen first only because their appointments were scheduled ahead of ours. A couple of patients were there when we left.

Sounds like what you said to this woman was very reasonable given the situation. I avoid personal confrontation as much as possible so probably would not have had the guts to speak up against the lady in question's actions.

[DeanFL]

My 2 cents:

- Who knows the possible stress the "rude lady" may have been under when late - accident, ticket, illness, etc etc.
- Perhaps her previous Dr appts - had to wait an inordinate amount of time to be called after arrival.

Have had MANY times rushing to be on time for a Dr appt, made it on time, and waited an hour in the waiting and then 'little' room. Yes, Drs have delays - but still can be frustrating.

I could see myself in the position the OP was, and be VERY tempted to say something as well. But as I aged, the first two matters in my posting would have come to mind and probably bit my tongue, as well as... she may be 'packing', and would not want to be the subject in 'headline news'...

[golfing eagles]

Originally Posted by Taltarzac725

Sounds like what you said to this woman was very reasonable given the situation. I avoid personal confrontation as much as possible so probably would not have had the guts to speak up against the lady in question's actions.

And now 2 cents from the other side of the counter:

I don't need or want patients in the waiting room getting involved with other patients at the window. We had a post and sign for those waiting at the counter to stay back. There are very strict HIPPA privacy laws with huge penalties if a provider does not take certain minimum steps to ensure privacy. While "I'm late" is not covered by HIPPA, you never know what else could be said and construed as a violation.

My receptionists were professionals, very well trained and knew how to handle almost every situation, up to and including an armed intruder, a bomb threat, and a hostage situation. They did not need any help from the "peanut gallery". A rude patient???? Happened 5x a day, and our providers ran within 10 minutes of the scheduled appointment 95% of the time. Last thing we needed was amateur involvement inflaming the situation or violating HIPPA.

[Chi-Town]

The OP arrives at the appointment 45 minutes early? If she arrived 20 minutes early she would have missed the situation. But I feel her day would have been emptier without a good confrontation.

Sent from my VS995 using Tapatalk

[Taltarzac725]

Originally Posted by golfing eagles

And now 2 cents from the other side of the counter:

I don't need or want patients in the waiting room getting involved with other patients at the window. We had a post and sign for those waiting at the counter to stay back. There are very strict HIPPA privacy laws with huge penalties if a provider does not take certain minimum steps to ensure privacy. While "I'm late" is not covered by HIPPA, you never know what else could be said and construed as a violation.

My receptionists were professionals, very well trained and knew how to handle almost every situation, up to and including an armed intruder, a bomb threat, and a hostage situation. They did not need any help from the "peanut gallery". A rude patient???? Happened 5x a day, and our providers ran within 10 minutes of the scheduled appointment 95% of the time. Last thing we needed was amateur involvement inflaming the situation or violating HIPPA.

It is good to see the doctor's point of view. GE. Thanks for adding that. I have had wanted all my various doctor-patient meetings to be as private as possible. Not that I have many of these. Over the last thirty years I have seen doctors maybe six times unless there were extraordinary circumstances involved where I would also be talking to law enforcement agencies. And a lot of those appointments with doctors were because my pee came up with blood when I had a physical for a seasonal position for the US Postal System in St. Petersburg. Had to have my urinary tract looked at with a certain camera that went up.... The things we do for a little extra cash. Or try to do.

[Villageswimmer]

Originally Posted by golfing eagles

And now 2 cents from the other side of the counter:

I don't need or want patients in the waiting room getting involved with other patients at the window. We had a post and sign for those waiting at the counter to stay back. There are very strict HIPPA privacy laws with huge penalties if a provider does not take certain minimum steps to ensure privacy. While "I'm late" is not covered by HIPPA, you never know what else could be said and construed as a violation.

My receptionists were professionals, very well trained and knew how to handle almost every situation, up to and including an armed intruder, a bomb threat, and a hostage situation. They did not need any help from the "peanut gallery". A rude patient???? Happened 5x a day, and our providers ran within 10 minutes of the scheduled appointment 95% of the time. Last thing we needed was amateur involvement inflaming the situation or violating HIPPA.

Well said.

[Taltarzac725]

In most situations I would assume that the receptionist would try to keep any confrontations minimal especially if sensitive private information might be blurted out.

I do not go to doctors that much but have frequently shuttled people that do and the front desk people here in the Villages, Ocala and Leesburg as well are usually quite professional.

[blueash]

Was reading elsewhere and found this line, which seems to apply to the thread

One of the greatest joys of adult life is quietly disapproving of someone else’s choices while simultaneously congratulating oneself on exhibiting restraint.

Of course the fact that I'm commenting would suggest I too am missing that great joy. Hmm, a paradox.

[Taltarzac725]

Originally Posted by blueash

Was reading elsewhere and found this line, which seems to apply to the thread

One of the greatest joys of adult life is quietly disapproving of someone else’s choices while simultaneously congratulating oneself on exhibiting restraint.

Of course the fact that I'm commenting would suggest I too am missing that great joy. Hmm, a paradox.

That's very amusing. Would you call that irony???

[dillywho]

Originally Posted by golfing eagles

And now 2 cents from the other side of the counter:

I don't need or want patients in the waiting room getting involved with other patients at the window. We had a post and sign for those waiting at the counter to stay back. There are very strict HIPPA privacy laws with huge penalties if a provider does not take certain minimum steps to ensure privacy. While "I'm late" is not covered by HIPPA, you never know what else could be said and construed as a violation.

My receptionists were professionals, very well trained and knew how to handle almost every situation, up to and including an armed intruder, a bomb threat, and a hostage situation. They did not need any help from the "peanut gallery". A rude patient???? Happened 5x a day, and our providers ran within 10 minutes of the scheduled appointment 95% of the time. Last thing we needed was amateur involvement inflaming the situation or violating HIPPA.

I was at the other window, right next to her waiting to get my husband's ID and insurance card returned so was in no way "crowding" her. (They scan them each time we go.)

I guess one of the things that prompted me to speak up is that I am so sick and tired of the me, me, me first mentality that seems to abound these days. Her holier-than-thou attitude towards everyone was what really got me going. She offered no explanation or, at the very least, an apology for being late, but simply began berating the staff for not just running her right in. It was as if they should be GRATEFUL that she bothered to show up at all.

Most times, I too, would not say anything.

[dillywho]

Originally Posted by Wiotte

I was taught to hold my tongue if I don't know all the circumstances. No one knows what the late lady might have been going through in her life.

And nobody, including her, knows what the other patients who were on time were going through, either.

[dillywho]

Originally Posted by rubicon

Let me be clear my comments are not directly directed at the OP but the actions taken by the OP.

Once again "Rules of Civility and Decent Behavior In Company and Conversation" explain the error. The OP was not a party to this business discussion.

We are all different and in this specific situation reticence by the OP was required because all the OP did was add fuel to this fire.

One poster describes the OP as "always being...." I would like to believe that I am "always.... but that is an absolute and thus not humanly possible "generally"perhaps but not "always".

This poster also identified the OP as a retired RN and that explains the OP response the Op was in essence defending the medical community and hence defending his/herself. The type of facility was of no consequence because the issue was a missed appointment

In some medical offices a missed appointment means being charged the cost of the appointment.

Gracie misspoke on my being a retired nurse. I am not. I did grow up in a medical family, but chose another path for myself.

[dillywho]

Originally Posted by rubicon

Let me be clear my comments are not directly directed at the OP but the actions taken by the OP.

Once again "Rules of Civility and Decent Behavior In Company and Conversation" explain the error. The OP was not a party to this business discussion.

We are all different and in this specific situation reticence by the OP was required because all the OP did was add fuel to this fire.

One poster describes the OP as "always being...." I would like to believe that I am "always.... but that is an absolute and thus not humanly possible "generally"perhaps but not "always".

This poster also identified the OP as a retired RN and that explains the OP response the Op was in essence defending the medical community and hence defending his/herself. The type of facility was of no consequence because the issue was a missed appointment

In some medical offices a missed appointment means being charged the cost of the appointment.

Yes, it could have added fuel to the fire. From her simmering down and getting out of her rant at the staff, it apparently was effective in snuffing out the fire. My take is that she is simply someone who is accustomed to pushing others around and getting her way. Yes, the receptionist was very adamant about her rescheduling and very professional about it, but she was having none of it and getting worse until I did speak up.